Your guide to the new HP Customer Support Services portfolio

Transcription

1 Your guide to the new HP Customer Support portfolio The new HP Customer Support portfolio responds to the realities of doing business in a demanding climate. It delivers significant benefits, including greater choice and flexibility combined with reduced complexity.

2 The new HP Customer Support portfolio Introduction HP has implemented many changes over the past year to make it easier for you to access the level of support you need. Now we re ready to bring you perhaps the most important and most beneficial change with the introduction of the new HP Customer Support portfolio. This is a portfolio that responds to the realities of doing business in today s demanding climate, and it was developed only after we closely examined the challenges you face. The new HP Customer Support portfolio is comprehensive and straightforward consistent and available for all HP products Aavailable across all of the geographies and technologies for which HP provides support easy to understand flexible, so you can easily tailor a support program to meet your specific needs Just as important, we have created clear, well-defined paths from the services you have now to the services available in the new portfolio; while also facilitating a move to other services that may be a better match for your changing business requirements. Server Storage Network Personal Computing Printing Deployment Installation and start-up, implementation, integration, deployment Availability Mission-critical services, hardware support services, software support services Performance Assessments and reviews, performance tuning, optimisation, performance support, security services, education Support Management Integrated support, ITSM services, SAN support management, desktop lifecycle solutions, on-demand support services With the new HP Customer Support portfolio, you build your support solution quickly HP Customer Support allow you the flexibility to use our standards-based, modular service building blocks to easily build the customised service levels you need to address your unique requirements. manage the support contract process with ease the new system merges all support contracts on one system, allowing you to deal with one service team and one process for contract administration. The structure of the contract also has the flexibility to be grouped based on your choice. access services quickly and predictably either via telephone support, the HP IT Resource Center (ITRC), or other innovative Web-enabled support tools.

3 Your benefits The new HP Customer Support portfolio delivers significant benefits, including greater choice, more flexibility and reduced complexity. Here are some specific benefits you can expect from the new HP Customer Support portfolio: Build your support solution quickly HP Customer Support allows you the flexibility to use our standards-based, modular service building blocks to customise the service levels you need to address your unique requirements. When you convert to the new portfolio, you ll find a path forward from every existing service to one of the new services, so you will not skip a beat in coverage. The new portfolio is based on a consistent framework, which makes it easy to understand what you are actually buying and can expect to receive whenever you purchase services from HP. For example: Support services are globally consistent across geographies. You get the same type and level of support wherever you do business. Support services are consistent across technologies. This means you can have a single service solution for servers and storage devices. You can choose to administer your contract directly with HP or via the Web using our Support Contract Assistant (SCA) tool. Either way, you get the same expert support, responsive service and ease of administration. Access services quickly and predictably You have a choice of how to receive support from HP: Through our industry-leading telephone support Through our award-winning IT Resource Centre (ITRC) and Business Support Centre (BSC) Through other innovative Web-enabled support tools such as Integrated Support Enterprise Edition, Professional Edition and Corporate Edition You ll also enjoy the broadest support portfolio in the industry for seamless coverage of your entire environment across the technology lifecycle. proven service excellence. We are committed to providing a superior Total Customer Experience (TCE), continually working to improve the knowledge, skills and processes that affect all of our dealings with you. increased business agility by stabilising and optimising your environment, allowing you to respond rapidly to change. Contractual services are aligned with HP Care Pack services and translate easily when it s time to renew. Manage the support contract process with ease Our new system merges all support contracts on one system, allowing you to deal with one service team and one process for contract administration. The support contract structure provides the flexibility to group based on your choice. For example, grouping can be done by locations, order contacts, platforms, departments, service type, etc. on a single support contract to facilitate your internal processes.

4 The new HP Customer Support portfolio Availability details Description Product number Mission Critical Partnership Critical Service Proactive 24 Proactive Essentials Support Plus and Support Plus 24 Software Support Software Updates Contains the complete offering of Mission Critical Service Availability commitment including software applications (SAP, Oracle, Microsoft, BEA) Client Service Manager coordinates all services Personalisation of service in conjunction with a Service Level Agreement (SLA) Annual availability checkup Dedicated telephone number with priority access to the HP Mission Critical Team Assigned Mission Critical Team: Account support manager, account support center engineer, Mission Critical engineer Account support plan Quarterly operating system environment patch analysis and management Change management assistance Technical services, selected to meet your needs from a wide range of offerings (performance analysis, security audits, performance optimisation, etc.) Remote support and diagnostics available via the Web (Instant Support Enterprise Edition) Software support 24 m 7 Software update assistance Commitment to repair hardware within six hours after your call Enhanced parts inventory management Assigned account support manager Account support plan Technical services, selected to meet your needs from a wide range of offerings (performance analysis, security audits, performance optimisation, etc.) Remote support and diagnostics available via the Web (Instant Support Enterprise Edition) Software patch analysis and update assistance Hardware support onsite within four hours of customer call Software support available 24 m 7 Software patch analysis Software update assistance Remote support and diagnostics available via the Web (Instant Support Enterprise Edition) Hardware support (optional) with a flexible coverage window Software support with flexible coverage window up to 24 m 7 Hardware support onsite within four hours of customer call Software support with call-back within 2 hours of your call Software updates Call-back by an HP engineer within two hours of your call Problem analysis and resolution Installation advisory support Special access to the HP support website IT Resource Centre (ITRC): Automated licencing in case of software updates Receipt of software and documentation updates Special access to the HP support website IT Resource Centre (ITRC): HA120AC HA112AC HA111AC HA326AC: Proactive Essentials SW Unlimited HA327AC: Proactive Essentials SW Incident HA109AC: Support Plus (13 m 5) HA110AC: Support Plus 24 (24 m 7) HA106AC: standard hours (13 m 5) HA107AC: extended hours (24 m 7) HA108AC Hardware Support onsite 6 h Call-to-Repair Commitment Commitment to repair hardware within six hours after your call Remote problem diagnosis and support Onsite support provided by a hardware engineer with Work to completion Remote support available via the Web (Instant Support Enterprise Edition) Retention by customer of defective hardware (optional) HA105AC repair commitment within six hour following customer call (24 m 7) Hardware Support onsite Hardware Support Exchange Service Hardware Support offsite Return Remote problem diagnosis and support Onsite hardware support provided by a hardware engineer Work to completion Remote support available via the Web on certain products (Instant Support Enterprise Edition) Retention by customer of defective hardware (optional) Remote problem diagnosis and technical telephone support Customer-paid return of the defective hardware to HP (optional payment of shipping by HP) Delivery onsite of new equipment or the equivalent on the day following the call (optional four-hour delivery time on certain products) Remote problem diagnosis and technical telephone support Repair at HP-designated repair centre, material and parts included Pickup of defective hardware at your site (optional) Return shipment of functioning unit back to your site HA101AC: next-day response HA116AC: response within four hours following customer call (9 m 5) HA103AC: response within four hours following customer call (13 m 5) HA104AC: response within four hours following customer call (24 m 7) HA117AC HA118AC Coverage Windows 9 m 5 from 8 am till 5 pm Monday through Friday 13 m 5 from 8 am till 9 pm Monday through Friday 24 m 7 24 hours a day, Monday through Sunday

5 Mapping the pre-merger services to the new HP Customer Support portfolio New HP Pre-merger HP Pre-merger Compaq Deployment HW/SW Installation SW Update Installation Relocation Resources Installation Deployment/Lifecycle Staging, Upgrades, Migration Moves/Adds/Changes Project Management Installation Moves/Adds/Changes Project Management Availability Proactive and Mission Critical Combined HW & SW Software Support Hardware Support onsite Hardware Support offsite Mission Critical Partnership HA120AC Critical HA112AC Proactive 24 (P24) HA111AC Proactive Essentials (PE) HA121AC HA326AC Support Plus 24 HA110AC Support Plus HA109AC Software Technical Support 24 m 7 m 2 hr HA107AC Software Technical Support 9 m 5 m 2 hr HA106AC Software Updates, License Subscription and Media and Documentation HA108AC Call-to-Repair HA105AC HW Support 24 m 7 m 4 hr Response, HA104AC HW Support 13 m 5 m 4 hr Response, HA103AC HW Support 9 m 5 m 4 hr Response, HA116AC HW Support Next Bus. Day 9 m 5 HA101AC Return to HP HA118AC Return to HP with opt. HP Pickup HA118AC Hardware Exchange Service HA117AC Parts Exchange HA117AC Business Continuity Support Critical System Support (CSS) Premier Storage Critical Support Telecom Critical Support Personalised Support (PSS) Storage Critical Support SAN Environm. Support (SAN-ES) Network Environm. Support (NES) Technical Account Personalised Support (PSS Base) Microsoft Authorised Premier Support (MAPS) 24 m 7 System Support 13 m 5 SameDay Support 24 m 7 m 2 hr SW phone assistance Same Day SW phone assistance 9 m 5 m 2 hr License-To-Use Software Updates and Media Call-to-Repair (6 hr CTR) 24 m 7 m 4 hr Response SameDay 13 m 5 m 4 hr SameDay 9 m 5 m 4 hr Next Business Day (NBD) 9 m 5 Return to HP HP Pickup, Repair and Return Next Bus. Day Express Exchange Onsite Echange Availability Partnership customised Contracts Platinum Support Availability Review OPTIMUM PLUS HMSA & SWSA Availability Review OPTIMUM HMS A & SWS B Microsoft Authorised Premier Support (MAPS) [SW only] HMS A & SWS B HMS B 24 m 7 & SWS C 24 m 7 HMS B 9 m 5 & SWS C 9 m 5 SWS C 24 m 7 m 2 hrs SWS C SUDS & LIC SPS HMS A HMS B 24 m 7 HMS B 12 m 5 HMS B HMS C HMS E (Return to Depot) HMS E Pickup and Return Advance Exchange Parts Exchange Performance Operations : Security, Performance, Assessments, Change Mgmt, Technical Assessment, Operational Assessment, Change Management, Performance, Operational Health Check, Remote Check-up, Migration, Network Assessment, System Management Support, Remote Monitoring and Performance Reporting, System Health Check, Availability Review, Site Technology Assessment, Support Mgmt Integrated Support, ITSM, SAN Support Mgmt, Desktop Lifecycle, On Demand Custom Support Solutions, Integrated Support Custom Support Solutions

6 Hewlett-Packard (Schweiz) GmbH Ueberlandstrasse 1 CH-8600 Dübendorf 1 Telephone Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Please contact your HP representative for further information. October 2004